Customer Success Manager

• Do you enjoy working with customers, organizing projects, and turning ideas into reality?
• Are you looking for a role that values your creativity and gives you the flexibility to work from anywhere?
• Apply now!

• Lead the planning, execution, and delivery of customer-facing projects, ensuring all milestones and deadlines are met.
• Work closely with internal teams, including product management, software development, QA, and operations, to ensure alignment on project goals, timelines, and deliverables.
• Maintain accurate project documentation, including schedules, scope, and project progress reports, and provide regular status updates to stakeholders.
• Proactively identify and manage risks, providing mitigation plans to ensure successful project delivery.
• Ensure that all deliverables meet the required quality standards and customer expectations by working closely with the QA team during the development lifecycle.
• Manage and analyze customer support requests related to software delivery, identifying trends and potential issues, and ensuring timely resolution by coordinating with the appropriate teams.
• Lead user training sessions and conduct office hours to ensure customers are equipped to use the software effectively. Provide ongoing support during and after training to address any questions or challenges.
• Monitor customer usage of the software to identify adoption gaps or underutilized features. Proactively work with customers to improve software usage and drive greater value from the solution.

Associate Customer Success Manager

• Receive, review, prioritize, and dispatch incoming calls using the company’s proprietary CAD system
• Accurately track and document all calls and interactions in the CRM system, with close attention to dispatch workflows and protocols
• Serve as the central coordinator for mobile health clinician schedules and patient visits, maintaining clear and consistent communication with patients, prospects, support teams, and clinicians
• Receive, prioritize, and dispatch patient visits through the proprietary DARA platform
• Coordinate appointments, including cancellations, no-shows, reschedules, and follow-up activities
• Deliver exceptional service to medical staff, patients, the public, and internal team members
• Collect and verify necessary patient information from patient support and outreach call center agents to ensure visit readiness
• Maintain a professional, calm, and courteous demeanor both in person and during all phone interactions
• Dispatch field units to scheduled visits to ensure timely, high-quality patient care within established service standards
• Proactively manage delays by providing regular updates to affected patients and offering immediate rescheduling options when cancellations occur
• Handle visit cancellations by notifying field staff, offering available openings to prioritized patients based on routing and urgency, minimizing visit loss, and securing the next available appointment
• Communicate priority dispatch needs and complete thorough task handoffs prior to the end of each shift
• Provide courteous, helpful, and professional customer service to patients, coworkers, supervisors, and the general public at all times
• Demonstrate flexibility to support a 24/7 healthcare operation, including variable work schedules as business needs require
• Provide support to internal staff with scheduling adjustments and dispatch-related issues
• Perform additional duties and special projects as assigned.

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